Pooja Singh

Monitor and evaluate agent interactions by reviewing calls, chats, and emails to assess adherence, empathy, resolution, and communication skills. Provide regular, constructive feedback and coaching to enhance agent performance and correct errors. Ensure compliance with company procedures, regulatory standards, and client-specific guidelines. Generate detailed performance reports to inform supervisors of trends and improvement areas. Identify process gaps and contribute to training programs aimed at elevating service quality. Foster agent engagement to motivate teams, improve productivity, and maintain consistent service excellence.

1. Respond to customer inquiries via calls, emails, and chats. 2. Resolve customer complaints and issues in a timely and professional manner. Maintain accurate records of customer interactions and transactions. 3. Collaborate with other departments to ensure customer satisfaction. 4. Worked under fraud management team to manage and prevent from any kind of frauds. On basis of past transactions (or purchases made) of customers verified their details and process the further background verifications as per their identity proofs. 5. Also financed the refunds and replacements as per the guidelines provided on returns and replacements after the background verifications.